Comfort matters to us. If something is not right with your order, contact support@vinerichards.com with your order number and we will help you with the next steps.
This policy applies to purchases made directly from vinerichards.com for delivery within India. Purchases through other sellers are handled through the seller from whom you bought the item, without affecting your legal rights.
1. Standard returns fit or change of mind
For non-customised eyewear, including Seoulix, VR Kids and Young Richards, email your return request within 48 hours of delivery. This is the deadline to request a return; you do not need to have the parcel reach us within 48 hours.
A brief indoor try-on to check the fit is allowed. The eyewear must otherwise be unused, clean, undamaged and unaltered, with no scratches or signs of extended wear. Include the original case, cleaning cloth, accessories and packaging supplied with your order, where applicable.
Eyewear altered by a third party, including lens replacement, is not eligible for a fit or change-of-mind return. The separate provisions for faulty or incorrectly supplied products still apply.
2. Damaged, faulty, incomplete or incorrect orders
If your order arrives damaged, has missing items, or differs from what you ordered or what was advertised, contact us as soon as possible, preferably within 48 hours of delivery. Include your order number and clear photographs of the issue and packaging, where available.
The 48-hour preference is intended to help us investigate promptly. It does not remove your rights for defects discovered later or other claims covered by applicable law. An unboxing video is helpful if available, but is not mandatory.
For a confirmed issue attributable to the product, our fulfilment or delivery, we will provide the remedy required by applicable law, including a refund where you are entitled to one. We will cover reasonable return costs and any replacement delivery costs. Where a replacement is agreed but unavailable, we will offer a refund.
3. Prescription and customised eyewear
Eyewear fitted with prescription lenses or otherwise customised to your confirmed requirements is not eligible for a return solely because you change your mind or prefer a different style or fit.
This exclusion does not apply to defects, transit damage, incorrectly supplied products, or lenses or customisation that do not match the prescription, measurements or specifications agreed for your order. Contact us with the details so we can assess the issue. This policy does not limit any applicable consumer rights.
4. How to send a return
Email support@vinerichards.com with your order number, delivery date, reason for return and relevant photographs. We will confirm the return instructions and correct address. Please wait for these instructions before sending a parcel.
For an approved fit or change-of-mind return, dispatch the item within 7 calendar days of receiving our return instructions. If this is not possible, contact us before that deadline. Pack the eyewear securely and retain the tracking receipt. Any delay in our response will not invalidate a request submitted on time.
5. Return costs and exchanges
Vine Richards offers free return shipping within India for all eligible returns, including fit or change-of-mind returns. We do not charge a restocking fee or deduct the original free standard delivery cost from your refund.
Once your return is approved, we will provide return shipping instructions. Please contact us before booking a courier so we can arrange the return or agree reimbursement of reasonable shipping costs.
For a different colour or model, we can help arrange an exchange, subject to availability. Any price difference or delivery charge for the replacement item will be explained before you agree. A refund is not conditional on accepting an exchange or store credit.
6. Refunds
We will inspect returned items and notify you of the outcome within 3 business days of receiving them. If a standard return is declined, we will explain the reason and provide relevant evidence.
For an eligible returned item, we will initiate the refund within 10 calendar days of receiving the return, including the inspection period. For a cancellation or a refund that does not require a return, we will initiate it within 10 calendar days of confirming eligibility. Any shorter legally required deadline takes priority.
Refunds cover the amount actually paid for the returned item, including applicable taxes, after discounts. Refunds go to the original payment method wherever supported, including the original UPI or card payment route. Where this is technically impossible, we will agree a secure alternative with you.
Your bank or payment provider may take additional time to display the credit. We will share the available refund reference so you can track it. Please contact us if the refund has not appeared within the timeframe advised by your payment provider. We will never ask for your OTP, card PIN or UPI PIN to issue a refund.
7. Cancellations
Contact us promptly if you need to cancel. Standard orders can be cancelled without a cancellation fee before dispatch. For prescription or customised orders, request cancellation before lens processing or customisation begins. After dispatch or the start of customisation, cancellation may no longer be possible; we will explain the order status and available options. If we cancel an order we cannot fulfil, we will refund the amount paid for the cancelled portion.
8. Warranty and consumer rights
Accidental damage, misuse, normal wear and tear, and damage caused by third-party alterations are not covered as manufacturing defects. Any separately advertised product warranty remains available under its stated terms.
Nothing in this policy excludes or restricts rights or remedies available under applicable Indian consumer protection law, including for defective or misdescribed goods and qualifying late delivery. Policy updates apply to future orders and do not reduce the rights agreed when an earlier order was placed.
9. Contact and complaints
Vine Richards is operated in India by Colins Bellwether Commerce and Trade Pvt Ltd.
Customer support: support@vinerichards.com
Contact page: https://www.vinerichards.com/pages/contact
We acknowledge consumer complaints within 48 hours and resolve them within one month of receipt. We will provide a complaint reference for follow-up.